Who do I email with questions? BPAL/BPTP contact info

[SevenSins]

Are you e-mailing from a free account like Yahoo, Hotmail or Gmail?

 

My Gmail e-mails usually end up in their spam bucket but my personal domain mails do not. That could be one culprit.

[dyskra]

Which email address are you sending to?

 

 

answers@blackphoenixalchemylab.com

 

I responded back to the last e-mail I got from them (few months ago) and got that address.

 

 

I emailed last week, when I hadn't gotten a response up 'til yesterday I emailed again, Sara emailed back almost right away, my first email (from my office) had been labled as spam. She had to dig it out. Maybe that happened to you?

 

erin

 

 

Maybe. How would I contact her to find out?

 

I'm e-mailing her from my personal domain.

Edited January 10, 2006 by Trish

[ABrokenAngel]

I recently received my very first order straight from the lab. *squeee!* Unfortunately my squee time was cut short by a mistake. When I spoke to a few friends I found out that all of them had had mistakes on their orders. One gal had a 5ml sent to her that was only full to the mid label. One received partially filled imps, another received only 3/4 of her 3 imp packs and no frimps.

 

What I received were 12 imps that weren't filled. By not filled I don't mean they weren't brimming full. I mean they weren't even filled to the label, most of them were filled midway up the label.

 

I sent an email to the Lab immediately wondering what had happened as I had just placed a $154.00 order and was worried that I had just paid for the same service on my 5mls.

 

My email hasn't been answered. (That email can be PMed for those interested parties)

 

I was wondering......is anyone else having problems with communicating with the lab or with the orders they are receiving from the lab? Does anyone have any insight as to what's going on?

 

 

I'm really concerned since as I said this was my very first order and I'm not sure if I should base my view of the Lab on this or not.

[Mary Mayhem]

I sent a query to the lab a week ago and it was answered timely by Sara. And by timely, I mean within a few days. It was a very helpful email too, considering I was the one who made the mistake.

 

It's undoubtedly busy there right now, Yule passing, new scents being put out.

 

I think yours might be a rare case. I hope they can resolve it for you shortly.

[LushNatty]

Hmmm...that sounds like it isn't the norm, because I have had absolutely top-notch service from the lab every time I've ordered. Granted, I just got my fourth lab order today and I have not been around as long as a lot of other people here, but I have had email contact regarding two of those orders and the people I emailed (usually Sara) were fantastic about making sure everything was taken care of.

I guess I would check the FAQs section for a thread of who to contact when there is a problem, and see if there is a specific person that you haven't contacted yet that handles complaints. From my short time on here and from knowing a lot of other people who are even more hardcore than I am, I would imagine that your issues will get resolved pretty soon. (For one thing, someone is sure to see this thread!)

Good luck, and I hope it all works out for you...

[darklorelei]

I don't know what happened with your order, but I do know that their customer service person has been swamped, as per Brian's Brick and Mortar update.

 

Also, was your email from a free account? (ie, yahoo, hotmail). I hear there've been some issues with spam filters.

[ipb]

regarding the 'half filled 5ml', i know there was recently an issue with the bottle manufacturer & a handful of the bottles were not sealing properly once the cap was put on and this wasn't discovered until after the bottles went out. more than likely, that was one of those bottles, and the lab & tedwin have been great about sending out new bottles when this happens.

[Xiabelle]

For what it's worth, in my last order the imps I ordered were less full. Since they came in the Yule rush, I attributed them to them being very busy and in a hurry; the frimps I got were more full than the ones I ordered, amusingly, which points to a being busy issue to me. However, before that, every imp I ordered and received came VERY full, sometimes so full I was afraid to open them. They also would sometimes come a bit less full, but generally at least to the labels.

 

I've had one 5 ml bottle come in a hair below the shoulder, but Beth made a post somewhere (I forget where) about some new machine they had which automatically filled things to 5 mls, so you'd see some variations, mostly to do with the thickness of the bottle. However, if it's only half-way up the label, that seems odd. It didn't leak, did it?

 

Definitely give them a few days to respond if you haven't already. With the prep for the willcall and everything else, I'm sure they're busy.

[LushNatty]

Q, I think the issue was that nobody had contacted her back yet. If someone had, I don't think she would have posted this thread.

Edited January 14, 2006 by LushNatty

[Macha]

e-mails DO get lost. I'd try sending another note to the Lab about the situation. They are very good about responding to e-mail, but only if they actually receive them.

[tat2dluvgirl]

Sadly, this doesn't really suprise me. I've never gotten a reply to any of my emails (4 since November), even when they were regarding specific order goofs (mine). None have been really dire , but still worthy of a reply (especially the order related ones). I'm hoping to resolve this tomorrow in person at will-call though.

Good luck.

[kebechet]

Sara, Anthony and Forest all take care of the customer service emails, and no email goes unanswered. What email address are you sending your inquiries to?

[katalia]

I've only e-mailed the Lab about an issue once, but the responded promptly and were VERY helpful. Try resending your email (and making sure the address is right), the Lab has wonderfully amazingly awesome customer service.

[Rhowan]

I have to agreee that I have always gotten prompt response from the lab - must be where you are sending from?

[couscous]

Hiya BrokenAngel-

 

Sara is as polite and sweet as they come, and I'm sure Anthony and Forest are, too. Keep the faith; I'm sure there's an internet gremlin at the bottom of this.

 

Also, and this is just a suggestion- you might try and peel the label off your imp. Looking down into an imp, I've sometimes thought that I had only a bit left- but, when I peeled the label off and looked from the side, the imp was more than half-full. This is on imps I've used only- I don't think I've ever checked the lab's frimps for fullness.

 

I know it may seem as if I'm telling you "it's all in your head", so please accept my apology in advance. I don't mean to be obnoxious. But, in the case of imps, I can safely say that my little trick helped me. If you have an imp with an unusual colored oil, or one you can easily identify by smell, it may be worth peeling.

 

Or maybe I just have odd eyes. I don't know!

[tat2dluvgirl]

Sara, Anthony and Forest all take care of the customer service emails, and no email goes unanswered. What email address are you sending your inquiries to?

 

Hi Beth,

I've sent 3 of my questions to "answers@blackphoenixalchemylab.com"

I also sent one (a duplicate of one of the above) to "blackphoenix@blackphoenixalchemylab.com" which was the contact info on my paypal receipt.

(didn't mean to start anything, sorry )

[kebechet]

My email hasn't been answered. (That email can be PMed for those interested parties)

 

I was wondering......is anyone else having problems with communicating with the lab or with the orders they are receiving from the lab? Does anyone have any insight as to what's going on?

 

I'm really concerned since as I said this was my very first order and I'm not sure if I should base my view of the Lab on this or not.

 

This is from the time stamp on your email to us:

 

From: Broken Angel [mailto:***@***.com]

Sent: Thursday, January 12, 2006 9:57 PM

To: answers@blackphoenixalchemylab.com

Subject: Order Problem.....

 

You were answered within 22 hours, by our house manager himself. I don't mean to seem abrupt, but I think that an answer received within one business day is unreasonable at all, especially considering the volume of email we are receiving at this time.

 

With regards to the 5ml and 10ml bottles and the imps:

 

We are using medical equipment that fills each bottle and vial precisely. The variation occurs in the depth and dimension of the glass, not with the amount of oil, as I have stated elsewhere. When we were, unscientifically, eyeballing each bottle, our customers received what was the same amount to the naked eye, not what was actually 5ml, 10ml or 1/32oz of oil. The viscosity of the oil may have some effect on the appearance of fullness.

 

With regards to unanswered emails:

At this time, the customer service email box has three emails in the inbox: two from me, and one that is Viagra spam.

 

Now, you say that the orders were incorrect. Was that simply with regards to the fullness of the bottles? There was only one incident of mass spillage recently, and that was with Naughty & Nice.

 

I know that this last part is going to come off as really unpleasant, but it really bothers me when people complain about the number, or lack of, freebies in an order. They are free. Free imps. They are not free for us. It takes materials to create them and labor to assemble them. They are sent as a courtesy, and we do our best to see to it that all orders have a little extra something. Sometimes, in the swirl of activity, free -- again, free being the operative word -- imps sometimes get overlooked. But they're free. Not paid for, free. And it is a courtesy. I don't get free cheese when I go to the market. I don't get free hair dye when I go to the salon. I don't get free panties when I go to a lingerie shop. If I did get any of this, I would be grateful and would consider it a bonus. But it is not something that I expect, or demand, and I do not consider the lack of gifts from a company to be a commentary on their service.

 

Hi Beth,

I've sent 3 of my questions to "answers@blackphoenixalchemylab.com"

I also sent one (a duplicate of one of the above) to "blackphoenix@blackphoenixalchemylab.com" which was the contact info on my paypal receipt.

(didn't mean to start anything, sorry )

 

You're not starting anything. If emails are somehow not getting to us, or if our replies are not being seen, I need to know about it. Can you please PM me with your name and email address and I can see if I can find anything. There is a possibility that we are being spam-blocked or filtered by your ISP.

[Finny]

Sorry, but I want free panties....

 

I have always had great customer service from the lab. I love getting frimps, they are like extra frosting on your cupcake. And I have had one order out of all the orders I have made with the lab come without, and I didn't care. I didn't feel any less loved by the labbies because of it. I mean most companies do not give you stuff just for shopping with them.

 

I do wish the gas station attendent would pump me an extra gallon of gas though...

 

And I always figure at least 48 hours for any customer service to get back to me before I start to become concerned. And if I e-mail on the weekend? 48 hours after the new week starts.

[shelldoo]

i just want to chime in, i have always recieved timely and courteous replies, recently i sent an email to the tp and asked a question which ted had already emailed and asked me. my isp apparently filtered the email. i however sent an email and asked, and recieved a reply with in minutes. it was worked out, and i am grateful for all the lab does for it's customers. which is obvious because i order repeatedly, which i wouldn't do if a.) they had crappy cs and b.) if i felt they were ripping me off. beth posted about the new machines filling the exact amount. i compare that to a cereal box, when i open my cereal it is "1/2 full" however it is the correct amount if i choose to weigh it. i also know for a fact the lab "overfilled" many bottles, because if i decanted it never filled just 5 imps but often at least 6 and usually 7. so if the machine measures exactly 5ml then the bottle will look less full then it used to because in addition to the frimp imps we were getting more then 5ml of oil.

 

i personally would never complain about lack of free imps, that is a gift to us, and one should never expect a gift.

[kebechet]

Sorry, but I want free panties....

 

Fin, I'll take free cheese over free chonies any day of the week.

[evanesce]

Just a small note, she also noted that there were only 3/4 of the 3 imp packs (my math says that 18, which means she got 12 or so..), and no "frimps" - I'm assuming this means she didn't get 6 imps, and also did not get 6 imps she did not order in their place.

 

That's my assumption... aside from that... I would LOVE free cheese!!!!!!

 

ETA: I've never had to contact the Lab's CS. And ya know what? To mean that means A+ CS BPAL is one of the *few* items I purchase online that I don't have to agonize over... And I'm worry wart.

Edited January 14, 2006 by evanesce

[shelldoo]

i wanna live down by the river, in a van, eating goverment cheese.

 

*not really a hi-jack cause it is about free cheese.*

[kebechet]

Hiyas Carly. =) While that is implied in her post here, in her actual email [which she will forward to anyone interested, as she stated] she received all the imps that she ordered. It was a matter of the fullness of the bottles and vials.

 

Other than that, her main complaint was that she can get imps cheaper on the forums than she can from us, and the secondary complaint was that we didn't send free imps to her friend.

 

 

i wanna live down by the river, in a van, eating goverment cheese.

 

*not really a hi-jack cause it is about free cheese.*

 

Dood, Brian and I talk about government cheese ALL THE TIME!

[Finny]

Sorry, but I want free panties....

 

Fin, I'll take free cheese over free chonies any day of the week.

 

But what if they are the devil's panties? :twisted

 

On second thought, the devil probably doesn't wear panties.

 

Okay, I have to agree, free cheese is better. Especially if it is really good cheese.

[kebechet]

Ooh. New scent: the Devil's Panties.